Senior Customer Success Manager

Contrast Security Chicago , IL 60602

Posted 3 months ago

Contrast Security named to Forbes "Next Billion-Dollar Startups 2019 List"

Contrast Security, Inc. is the world's leading provider of security technology that enables software applications to protect themselves against cyberattacks. Contrast's patented deep security instrumentation is the breakthrough technology that enables highly accurate analysis and always-on protection of an entire application portfolio, without disruptive scanning or expensive security experts. Only Contrast has intelligent agents that work actively inside applications to prevent data breaches, defeat hackers and secure the entire enterprise from development, to operations, to production.

We are seeking a proven, high-performing, and technically oriented Senior Customer Success Manager who is passionate about helping customers maximize the value of their Contrast subscription. In this critical role, you will be responsible for quickly delivering results via effective customer on-boarding, accelerating product adoption and license usage, minimizing customer churn, and influencing expansion by driving maximum value and maintaining high customer satisfaction.

Responsibilities:

  • Driving Customer Value

  • Educate customers on the relevant use cases for Contrast and associated value proposition

  • Understand customer's business issues, desired business outcomes and recommend solutions based on Contrast's best practices

  • Ensure customers are adopting Contrast and receiving the anticipated results and value

  • Work with Product Management to define and plan new features/capabilities that accelerate adoption and value realization

  • Engage with customers via strategic and operational reviews to communicate Contrast value as well as to evaluate future needs and strategic direction

  • Driving Contrast Value

  • Increase renewal rates and reduce churn

  • Expand our revenue in accounts through cross-sell and up-sell

  • Influence future lifetime value through higher product adoption, customer satisfaction, and value delivered

  • Drive new business growth through greater advocacy and reference-ability

  • Manage Customer Success Activities for Your Customers

  • Customer intimacy: cultivate relationships with executives and key stakeholders to ensure a successful long-term business partnership. Become an expert on your customers' deployment of Contrast.

  • Onboard: deliver and communicate Contrast value to the initial app teams

  • Adoption: help customers evangelize and roll out Contrast throughout their organization

  • Advise: share best practices; recommend solutions to changing Customer requirements and emergent problems

  • Contrast Business Reviews: communicate Contrast results and value; align on new objectives and plan going forward

  • Escalation Management: liaise with engineering, product management and sales to quickly remedy accounts in red status

  • Advocacy: develop and maintain Contrast advocates for references, case studies, etc.

  • Project Management: Manage projects to a successful outcome and ensure appropriate communications with all relevant stakeholders takes place

  • Prioritization: juggling multiple accounts and activities simultaneously with attention to detail

  • Develop Expertise, Collaborate and Improve Shared

    Knowledge:
  • Become an expert on Contrast Products. Leverage product knowledge and people skills to become customers' trusted advisor.

  • Synthesize learnings and contribute to Contrast best practices

  • Collaborate with the sales team to ensure expansion opportunities are identified and closed

Qualifications:

  • Five or more years of experience in post-sales customer delivery/engagement roles (customer success, consulting or technical account management)

  • Technical background in application security, software development, or DevOps, (including hands-on coding experience)

  • Demonstrated ability to create and maintain relationships with people on all levels of an organization (internally and externally)

  • Ability to manage influence through persuasion, negotiation, and consensus building

  • Strong empathy for customers AND passion for revenue and growth

  • Deep understanding of value drivers in recurring revenue business model

  • Analytical and process-oriented mindset. Demonstrates a desire for continuous learning and improvement

  • Excellent communication and presentation skills

  • Relevant Bachelor's degree or better; preference for computer science or related degrees

  • Proven experience in managing technical project implementations

  • Experience working with large and complex enterprise accounts

  • Ability to quickly grasp and distinctly explain technological and business concepts

  • Ability to travel up to 33% of the time (home office must be driving distance from major airport)

What we Offer:

  • Competitive Compensation

  • In-office Lunches

  • Medical, dental, and vision benefits

  • 401(k)

  • Flexible paid time off

We are changing the world of software security. Do it with us.

We believe in what we do and are passionate about helping our customers secure their business. We work hard, and we have fun doing it.

Solve the impossible. Easy = boring. If you're looking for a fun work environment and like a challenge, you'll love Contrast Security.

By submitting your application, you are providing Personally Identifiable Information about yourself (cover letter, resume, references, or other employment-related information) and hereby give your consent for Contrast Security, and/ or our HR-related Service Providers, to use this information for the purpose of processing, evaluating and responding to your application for current and future career opportunities. Contrast Security is an equal opportunity employer and our team is comprised of individuals from many diverse backgrounds, lifestyles and locations.

The California Consumer Privacy Act of 2018 ("CCPA") will go into effect on January 1, 2020. Under CCPA, businesses must be overtly transparent about the personal information they collect, use, and store on California residents. CCPA also gives employees, applicants, independent contractors, emergency contacts and dependents ("CA Employee") new rights to privacy.

In connection with your role here at Contrast, we collect information that identifies, reasonably relates to, or describes you ("Personal Information"). The categories of Personal Information that we collect, use or store include your name, government-issued identification number(s), email address, mailing address, emergency contact information, employment history, educational history, criminal record, demographic information, and other electronic network activity information by way of mobile device management on your Contrast-issued equipment. We collect and use those categories of Personal Information (the majority of which is provided by you) about you for human resources and other business-driven purposes, including evaluating your performance here at Contrast, evaluating you as a candidate for promotion within Contrast, managing compensation (including payroll and benefits), record keeping in relation to recruiting and hiring, conducting background checks as permitted by law, and ensuring compliance with applicable legal requirements for Contrast. We collect, use and store the minimal amount of information possible

We also collect Personal Information in connection with your application for benefits. In addition to the above, Personal Information also identifies those on behalf of whom you apply for benefits. During your application for benefits, the categories of Personal Information that we collect include name, government-issued identification number(s), email address, mailing address, emergency contact information, and demographic information. We collect and use those categories of Personal Information for administering the benefits for which you are applying and ensuring compliance with applicable legal requirements and Contrast policies.

As a California resident, you are entitled to certain rights under CCPA:

  • You have the right to know what personal information we have collected from you as a California employee;

  • You have the right to know what personal information is sold or disclosed and to whom. That said, we do not sell your information, We do, however, disclose information to third parties in connection with the management of payroll, employee benefits, etc. to fulfill our obligations to you as an employee of Contrast. each of those third parties have been served with a Notice to Comply with CCPA or have entered into a CCPA Addendum with Contrast which includes them from selling your information.

  • You have the right to opt-out of the sale of your personal information. Again, we do not sell it but you might want to be aware of that as a "consumer" in California with respect to other businesses' and

  • The right to be free from retaliation for exercising any rights

If you have any questions, please let us know!


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Senior Customer Success Manager

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